Discusses the approach to retailing taken by J. Sainsbury plc. Notes the importance of taking into account factors such as changes in consumer attitudes and demographic changes. Provides details of systems used by J. Sainsbury to reduce checkout queues and improve ordering, delivery and shelving of goods. Mentions the importance of Sainsbury own‐brand products and the role of guaranteeing quality in retaining customer loyalty. Examines logistical factors related to efficient ordering of goods. Finally, looks towards the future for retailing and stresses the importance of retailers understanding the needs of customers in terms of both goods and services.

No abstract

The study described in this article is a follow-up study to one conducted in 1995 (Spence, Valentine, & Kettles, 1997). The first study aimed to identify residents' perceptions of staff attitudes toward their care, problem areas in the care provided, and improvements that could be made during the study period. This follow-up study aimed to identify whether staff attitudes remained the same or improved, and whether or not the problems identified in the first study improved.